ComplaintsforPayHOA.com
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Complaint Details
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Initial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The HOA for the condominium complex where I own a unit had contracted with PayHOA to collect the monthly regime fee. The contract was terminated when they hired a company to manage the property. I had previously arranged for an automatic withdrawal from my account. In September, PayHOA withdrew the fee when they should not have. I was refunded 13 days later supposedly to allow for clearance. They were well aware at that time the withdrawal was in 'error'. Now again in October the same withdrawal has occurred. I consider this to be a fraudulent action as they are aware of the 'issue'. Again they claim they will refund the money after 'time for clearance'. I want them to refund immediately and also feel that some form of remuneration for the inconvenience would be in order. I addition I want them to cease and desist removing funds from my account. In addition, as far as I can tell, there is no contact telephone number for this company for communications.Business response
10/27/2021
Business Response /* (1000, 5, 2021/10/14) */ The Estate at ******** used PayHOA.com to collect dues from homeowners. The HOA cancelled their agreement with PayHOA and the account was closed. On October 6th, the Estate at ******** Manager ******* asked us to re-open their account so that he could print off owner statements. When we re-enabled the account for ****** autopay ran for owners who were enrolled. This was the expected behavior for an active account on our platform. We realize this was not ******** intention when he re-opened the account, so we agreed to immediately refund the handful of payments that occurred during that time. Because ****'s payment was made via ACH, it takes 5-7 business days for the payment to settle before we have the ability to refund it. This is completely outside our control and is the policy of our payment processor, Stripe. Here is a link to their ACH settlement times on their website: ***************************** ************************************************************************* I've pasted a few of the conversations with ***** and **** below. You can see that we have immediately agreed to refund the payments and apologized for the inconvenience it caused ****. The reason autopay ran was because ***** asked for the account to be re-opened (conversation pasted below), not because we incorrectly processed a payment from the homeowners accounts. Email to **** explaining the situation after autopay ran: From: "******* ******** To: ********@charter.net Cc: ****************************************************************@absoluteisland.mailer.appfolio.us Sent: Friday October 8 2021 10:29:35AM Subject: Fraudulent Withdrawal Hi ****, I'm really sorry for the inconvenience this has caused. A representative from Estates at ******** contacted us (PayHOA) Wednesday afternoon requesting to reopen the account. Re-opening the account caused auto pay to process. We are aware the payments need to be refunded to the effected homeowners and will do so ASAP. With credit card payments we can refund them instantly, but with ACH payments we have to wait until they settle. ACH payments take 7 business days, because like a paper check they have to clear before the funds are available. As soon as I can refund your payment, I will do so and email confirmation. ******* Email from ***** asking us to re-open the account on October 6th: Good morning ******* Can you reactivated our account either tomorrow or Friday so I can download unit statements? I will let you know when I finish so it can be deactivated again Thanks ***** Consumer Response /* (3000, 7, 2021/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They can issue back an immediate refund without waiting for the ACH to clear. The first time this occurred it took 11 days. Business Response /* (4000, 10, 2021/10/15) */ The funds settled today and the refunds have been processed. I apologize for the delay, but it is completely out of our control as can be seen in the Stripe documentation included in my previous reply.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.